Uber has rolled out a significant update to its cancellation policy across the UK, aiming to address frequent customer complaints about inconsistent cancellation rules. Now, riders have a uniform two-minute grace period to cancel a trip after a driver accepts their request—any cancellations beyond this window will incur a fee.
Previously, the length of this free cancellation period varied by location. With the new policy, every rider nationwide benefits from the same two-minute window. Before confirming a cancellation outside this timeframe, the precise fee amount will be clearly displayed, ensuring transparency.
An Uber spokesperson explained, “We want every trip to be a great experience for riders and drivers. We recently updated our policies to respect people’s time and create a more reliable experience for everyone.”
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Additionally, when drivers arrive at the pickup location and wait beyond the free wait time threshold, they have the right to cancel the trip and apply a cancellation fee. This is to fairly compensate drivers who spend time and fuel traveling without earning from the trip.
However, riders will not be charged if the driver’s arrival time exceeds the estimated time of arrival (ETA) by more than five minutes, if the driver has made no progress toward the pickup spot, or if the driver is moving further away from the location.
To promote timely pickups, Uber may also apply wait time fees if a driver has waited beyond the allotted free waiting period, with fees varying by ride type. For detailed information on cancellation and wait time fees, riders can tap the information icon next to the ride option within the Uber app while requesting a trip.
Despite these updates, some users have voiced frustration. One rider questioned why they incur fees after cancelling post-two minutes, yet drivers can cancel after long waits without penalty, suggesting an imbalance in valuing their time. Another user expressed dissatisfaction after being left waiting multiple times when drivers canceled late, highlighting concerns about fairness and compensation for rider wait times.
Uber’s updated policies strive to balance the concerns of both riders and drivers, aiming to create a smoother and more reliable ride experience for all.